Refund policy

Returns

We offer a 14-day return policy, which means you have 14 days after receiving your order to request a return.

To be eligible for a return, your item must:

be unused and in the same condition in which you received it;
be returned in its original packaging; include any accessories, documentation, or promotional items supplied with the product; and be accompanied by proof of purchase (such as your order confirmation or receipt).

To initiate a return, please contact us at customerservice@hexcraft.fi.

Returns should be sent only after your return request has been approved and to the following address:

Hexcraft Oy
Satelliitinkatu 1
FI-37140 Nokia
Finland

Please do not send products back without contacting us first, as unauthorised returns may not be accepted.

Return Shipping Costs

Unless the return is due to a defective, damaged, incorrect, or otherwise non-conforming product, the customer is responsible for the cost of returning the item.

Where a return is accepted due to our error or a defective product, we will provide appropriate return instructions and, where applicable, a prepaid return shipping label.
Damaged, Defective or Incorrect Items

Please inspect your order promptly upon delivery.

If your item is damaged, defective, or you have received the wrong product, please contact us as soon as possible at customerservice@hexcraft.fi.

To help us process your request quickly, we recommend including photographs of:

the product; any visible damage; the packaging; and the shipping label, where applicable.

We will assess the issue and provide an appropriate solution, which may include a replacement, repair, refund, or other remedy as required by applicable consumer protection law.

Non-Returnable Items

For reasons of health protection and hygiene, we cannot accept returns of sealed cosmetic or personal care products once the protective seal has been broken after delivery, unless the product is defective or otherwise required by applicable consumer protection law.

We also cannot accept returns of:

personalised or custom-made products; gift cards; products that have been used, damaged after delivery, or returned in a condition that prevents resale; hazardous materials, flammable liquids, or gases.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

We do not offer direct exchanges.

If you would like a different product, we recommend requesting a return (where eligible) and placing a new order separately.
Your Statutory Right of Withdrawal (European Union)

If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with applicable EU consumer protection legislation.

To exercise your right of withdrawal, you must notify us within 14 days of receiving your order.

The returned item must be in the condition described above unless otherwise required by applicable law.

Certain products are excluded from the statutory right of withdrawal, including sealed cosmetic products where the seal has been removed after delivery for reasons of health protection or hygiene.
Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank, card issuer, or payment provider may require additional time to process the refund.

Where required by applicable consumer protection law, any refundable standard delivery charges will also be refunded.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at customerservice@hexcraft.fi.
Questions

If you have any questions regarding returns, refunds, or your statutory consumer rights, please contact us:

Hexcraft Oy
Email: customerservice@hexcraft.fi
Phone: +358 45 861 9591